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How can I change ticket states manually in Jira Service desk?

I am unable to manually change the ticket states

2 answers

0 votes

What do you mean by "manually change"?  What are you trying to do and how and where?

For example if the ticket state is waiting for support and I want to change it manually to waiting for customer or waiting for partner or any other state

0 votes

You will have to go into the Service Desk Project and click into the project settings.

  • Go down to the "Screens" tab (towards the bottom)
  • After you click ont he Screens tab, you'll see the screens associated with each operationCapture.PNG
  • Click into the associated screen (in my case, ill click on JIRA Service Desk Screen for Project OS)
  • It will bring you to the Configure Screen page and all you have to do is add the field "Resolution"
  • NOTE: If you have different screens for each operation, you'll have to change all 3 screens to have the Resolution field. 

I can change the Resolution state all the way up until closing the ticket, once the ticket is closed, you cannot change the resolution state unless you Reopen the Ticket.

 

I hope this makes sense and that this is helpful! 

 

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